Kitz Forum
Internet => General Internet => Topic started by: d2d4j on June 28, 2017, 11:55:06 PM
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Hi
I hope someone maybe able to let me know how to contact bt chairman for help in resolving a samknows issue over charges from bt which should not be charged
Any help would be greatly appreciated
Many thanks
John
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Google (http://www.btcomplaint.com/2013/03/how-to-complain-useful-tel-numbers-and-addresses/)can find out all sorts of info. But what does Samknows have to do with it?
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Hi
Firstly, apologies for posting thread in wrong forum section. Tapatalk is not clear and my mobile screen is hard to read, particularly when tired
I love the response, Google is my friend haha I think I will start to use that when trying to help others
I used Michael.Rake(at)bt.uk.com but think this should be bt.com, which I have just tried. It will be 5 minutes before I know if it's been delivered (we are an ESP)
I am a samknows tester, which samknows have an agreement with bt (and all providers they test,to set the bandwidth allowance to unlimited)
I am paying overage charges (now in excess of £200 and increasing)
Many thanks
John
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There's also this site.
http://www.ceoemail.com/
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Best bet is to email the CEO of BT Consumer. You'll get a response very quickly and their team will help you out I'm sure.
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Hi
Many thanks, much appreciated
I'll look at ceoemail when I'm at a computer (old eyes on a small mobile), and look up for bt consumer
My email had been delivered to bt mail servers, but not heard anything as yet, so may have been ignored or classed as spam I guess. However, I will leave for a day or two before tying bt consumer
It's a hard one though, as bt accounts cannot help, and I am not sure over which department would deal with this.
Many thanks
John
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John, my response earlier to try Google contained a link to BT and included the chairman's email and other contact you could have used.
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Hi lain
Many thanks, much appreciated
Sorry, it just looked like Google and not a link on tapatalk
Thank you all for helping, much appreciated and I will let you know the outcome
Many thanks
John
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No worries, happy to help.
I used to be a Samknows tester, however I found their methods crude and not well thought through. I stopped after their video tests were increasing my usage by a huge amount each day, and were slowing down my connection by a very noticeable amount. I wanted something that would monitor my speeds, which it did for a while, these days DSLStats is a much better solution.
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Is there still a contact us section from within your SamKnows dashboard?
I believe Samknows have a direct contact with the correct person at BT for cases such as yours (or at least they used to) as its happened several times before.
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Hi kitz
Many thanks, much appreciated and an excellent idea
I had a quick look at the dashboard but unfortunately I cannot see contact us, other then email address of community@samknows
The dashboard has been changed now though, so it may have been shown in the old version
I am also guilty of not checking dashboards, samknows, dslstats mywebdsl etc. I set them up and leave running unless I have a need to check
If you remember I posted a few months a warning over been charged for bandwidth, which after a few months, the money was credited back to my account, and was told it had been resolved fully.
I am not sure what to do now, but will give time to think about, as my initial reaction now is to report this to billing and stop the payment, but take legal action over business interruption if broadband is stopped. A harsh course of action I know, so I'll think about it
I have not heard anything back from emailing bt as yet, not even a recognition of the email they received
Many thanks
John
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Hi
I have opened a complaint with bt business over the issue on the account for overcharges
Interestingly, if it helps others, if the amount in dispute is over 5% of the total invoice, you only pay the amount which is not in dispute until the dispute is resolved. Then you pay if the disputed amount is not upheld (terms 8.16)
Please could I ask if anyone knows if you can authorise a third party to discuss the account as the person I spoke with stated due to data protection, I cannot authorise a third party onto the account (I could authorise an employee of my company)
Many thanks
John
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Its a long while since I did the SamKnows thing so I'm not sure what is available via the latest dashboard these days. I'm also not sure whats happening with their email of late, I had a few addresses but they don't appear to be monitored now :/
TBH though as one of the first testers I used to mostly correspond direct with Sam but I believe someone called Neil is in charge now, so you could try neil@
*I stopped uploading data after I moved from BE. Had one of the old and original blue/black Linksys routers that was well past its best.
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Please could I ask if anyone knows if you can authorise a third party to discuss the account as the person I spoke with stated due to data protection, I cannot authorise a third party onto the account (I could authorise an employee of my company)
I don't know about BT, but Plusnet allow such things as long as authorised by the EU first and recorded on the account.
I was authorised to speak on behalf of the EU, or change account type for several accounts that I managed. The only thing the authorisation did not cover is if it involved taking a payment from the EU's bank account.
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I don't know about BT, but Plusnet allow such things as long as authorised by the EU first and recorded on the account.
I was authorised to speak on behalf of the EU, or change account type for several accounts that I managed. The only thing the authorisation did not cover is if it involved taking a payment from the EU's bank account.
Having worked for a large telecoms company, this is true. Closing the account also is usually only possible by the account holder too.
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Hi
Many thanks for you help and advice. It is appreciated thank you
I too look after other clients broadband and I am authorised on their account to deal with aspects of the account. These are business accounts.
I was told that I could not authorise samknows so access to the account could be discussed. This I believe is wrong and I am the account holder
Samknows should already hold authority in any case to discuss the account as their contact at bt refunded monies previously so it does not make sense
Also, the chap I was speaking got a few things wrong, as an example, I requested an email confirming our conversation (or certain aspects of the conversation), which he said he could not do, until I pointed him to their code of conduct and quoted the passage which states they will do so if asked. Same with the disputed amount not been taken, as it was well in excess of 5% of the invoice and also, he kept repeatedly stating I could not complain due to nothing on the account to complain about. This point is where my issue lies
He could also not give any reason for the refunded monies earlier this year, other then to say maybe a goodwill gesture, so I pointed out it was feasible that it was samknows/bt who refunded the monies, and until a complaint was raised by me, could not be progressed
I have already supplied the email thread from samknows confirming the previous monies returned, and stating bt had made the account unlimited.
I guess I'll have to wait now, but tired of having to point out their mistakes as above, and it taking over 2 hours of my time on the phone
Once again though, many thanks for your help, it is appreciated
John
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From what you said, it sounds like he doesn't know or fully understand what the SamKnows testing is.
afaik on the previous occasions re BT making charges, I dont think Sam has direct authority for your account, but rather a contact in BT who ensures that the account doesnt incur data charges for those users running the whiteboxes. This may differ from ISP to ISP as I know that some ISP's will only allow 'x' amount of free data to cover the amount used by the whitebox eg 5GB or whatever.
I would try contacting SamKnows using the community email address and you could also try cc a copy to Neil Campbell at the email address I gave in my earlier post.
Good Luck.
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Hi kitz
Many thanks, much appreciated
Samknows have been dealing with this since 2016/17, so I do believe it is bt not taking appropriate action to fully resolve.
If you want to pm me an email address, I'll email the samknows email thread so you can see the state of play and what was meant to have been completed for unlimited allowance earlier this year
I also received a letter confirming full amount of invoice due will be taken on the 9 July. If this happens, I will create a separate complaint as this is against their own code of conduct (terms 8.16).
I'm probably a fool to myself, as I was offered unlimited, and all overage charges cancelled if I setup a new 24 month contract. Which resolves the issue, but does mean I am tied to a new 24 month contract and the people who should have done their job correctly, just do nothing. It's a principle with me sorry. I expect others to be like me, and do their job
Many thanks
John
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'Doesn't know or fully understand what the SamKnows testing is'.
Can someone explain what this testing is please.
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Hi tickmike
I hope your well
If you go to samknows.com, it should explain it better, but in essence, it is a test on the broadband
Many thanks
John
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Was this ever resolved? I have an old samknows silver box with a USB stick I presume to run the tests one of the first he sent. Think I was on ADSL Max when I started. Now I use the JDAutotester to run download and upload tests every 2 hours but I am on unlimited.
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Hi
Sorry I thought I had updated my thread sorry
Yes, this has been fully resolved by entering a new contract with bt.
Samknows always had BT return the overage charges, but for some reason, BT did not set our account to unlimited, hence why charges were kept been charged
I never heard anything from BT, which was disappointing
It is also worth noting, I had to point out areas from their terms and conditions, and code of practice (was told on numerous occasions that they could not put anything in writing/email and could not put a hold on any disputed charges). This is wrong, and things moved quickly when I quoted the correct areas involved, i.e. If disputed charges are above 5% of total invoice, then you only pay the undisputed charge, and disputed charges are investigated. If disputed charges are less then 5% of total invoice, you pay it all, including disputed charges, whilst it is investigated
The above made things move extremely quickly as I said, because I provided evidence of samknows/bt for unlimited usage which had never been set
I became a samknows tester, not for me to follow my line stats etc, but to help the greater community in stats.
I use dslstats and mydslwebstats, but I do not check regularly and been a samknows tester helped greatly at the beginning of the year, when our broadband went funny, connected speed was showing correct 80/20 but throughput went to around 10/15 down. Using samknows I was able to show this and samknows is recognised by BT (even if the people you speak with, do not know about it), it is usually quickly progresses up the line to someone who does and then resolved asap as it monitors BT broadband, giving them a rating.
Many thanks
John